Andy Polaine
Smart companies trust people
I just backed David Hieatt’s upcoming book, Do Purpose on the crowd-funded publishing site, Unbound. David is a smart guy and a kind of serial …
Service Design
Mentalism for service delivery?
I hope I have left enough time between the broadcast of Series 3 of Sherlock, but just in case you are waiting to binge view, the following contains mild …
Services that fix services and the inverse experience umbrella
I often use air travel as the archetypal example of a multi-channel service that unfolds over time. Modern air travel consists of lots of minor annoyances that …
Lamy's attention to detail in customer service
Several years ago my wife bought me a Lamy 2000 fountain pen as a birthday present. It is a design classic created by Gerd Alfred Müller, released in 1966. If …
Journeys
Journeys is a useful collection of customer/user journey maps on Pinterest from Jamie Thomson. (Via Simon Clatworthy).
Service Design Workshop at Webdagene, Oslo
If you’re involved in Web work and UX and interested in Service Design, live|work’s Lavrans Løvlie and I will be running a workshop on service …
Touchpoint Observatory: ICE restaurant car
Breakfast on the German ICE train While there are a few things not to like about German trains - officious staff, annoyingly slow ticket machines - it’s …